Initial Business Response /* (1000, 5, 2014/08/19) */
Contact Name and Title: [redacted] - Job Cost Acct
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@allguardsystems.com
Our customer [redacted] called on 7/31/2014 and spoke to our Key Accountant, [redacted] claiming that...
we raised her rate from $32/month to $35/month and she wanted to cancel her account because of this. Ms. [redacted] pointed out that her rate has never been $32/month. Before she upgraded her alarm in December 2011, she was paying $30 and after her upgrade the rate was $35. Her husband [redacted] is the one who signed the three year term agreement at the rate of $35/month that she is disputing. As [redacted] states in her complaint to you, All-Guard told her/her husband we could not do the rate of $32/month. Our Sales Representative, [redacted] has been with us over 30 years and we have never had a complaint questioning his integrity, nor have we had anyone claim he did not leave a copy of the agreement signed. We furnished a copy of what was signed with her husband.
Ms. [redacted] revealed later in her conversation with Ms. [redacted] on 7/31/14 that she works for one of our competitors and they would offer her an employee discount at the rate of $20/month. Ms. [redacted] offered her a discounted rate of $27/month effective for one year if she would stay with us. This rate would go into effect after she fulfilled her current renewal term through December 2014. [redacted] told me to keep things as is and she would contact Ms. [redacted] before the end of the term in December 2014 to let Ms. [redacted] know how she would proceed.
After Ms. [redacted] got off the phone with Ms. [redacted] she did some more research on Ms. [redacted] account. Ms. [redacted] found that on January 3, 2012 Ms. [redacted] called our Billing Department to inquire about charges on her credit card. All-Guard charged her for her upgrade and for monitoring fees. The first bill was prorated, but it was explained that the bill would usually be $35/month and the note our Billing Department made, said Ms. [redacted] understood. Ms. [redacted] is on auto pay as required by the signed agreement. All-Guard has been running $35/month each month for the last 2 1/2 + years with no dispute.
Ms. [redacted] spoke with her Supervisor, [redacted], and explained that All-Guard would likely be losing our customer because Ms. [redacted] works for our competitor and Ms. [redacted] would get their employee rate. In order to save the customer, All-Guard had to offer an even lower monthly fee. Ms. [redacted] called Ms. [redacted] back and offered Ms. [redacted] a reduced rate of $19/month, a rate All-Guard usually cannot accommodate, but were willing to offer to keep our long term customer since 1997. Ms. [redacted] said she would consider it.
From then on Ms. [redacted] was inundated with calls and emails to the point of harassment. Ms. [redacted] advised Ms. [redacted] of this and the contact was minimal after. Ms. [redacted] and her husband also spoke with [redacted], the owner of All-Guard. Ms. [redacted]'s husband stated to [redacted] that it was a long time ago when he signed and he did not recall the rate. Ms. [redacted] has posted and re-posted negative Yelp reviews about All-Guard under three different screen names. Yelp has found her in violation of their policies and removed or filtered them. Yelp has allowed one of her reviews to stay out of the filter. We have no control over what she is posting or what Yelp filters. This has become a personal attack on our company from an employee of a competing company.
All-Guard Systems is still monitoring Ms. [redacted] account and will be billing her through December 2014 at $35/month per the terms of our agreement. All-Guard will not be issuing any refund and All-Guard will be running her auto pay on file through December 2014 as per the agreement as well.
Initial Consumer Rebuttal /* (4200, 10, 2014/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All-Guard has misrepresented just about everything and not told the entire story. [redacted] did act unethically. Where is his statement? I bet he will remember us because I was indisposed in the bathroom due to having a colonoscopy the next day. My husband was going back and forth with messages from [redacted] and me. He sat at our rosewood dining set and agreed to $32 a month. My husband signed the contract without verifying the amount, assuming [redacted] would put the agreed upon amount on it. And he didn't leave a copy or I would have looked at it and noticed the discrepancy. I'm sure he would just lie about it now anyway since he's such an unethical person. My husband clearly remembers the conversation with [redacted] and that we agreed upon $32/month. He told [redacted] this, which he doesn't mention in his comments. He didn't recall the amount on the contract.
I recall no mention of being told the rate was $35 a month in a call in 2012.
I NEVER said I would consider a $19 rate! In fact, I told [redacted] that I would rather pay AT&T a dollar more a month than deal with a company like All-Guard! That's an outright lie on their part!
Saying that I was inundating them with calls and emails is a gross exaggeration!
The reason why Yelp removed my review is because it was not recent enough: "I'm writing to let you know that we've removed your review updates of All-Guard Alarm Systems, Inc.. Our Support team has determined that it falls outside our Content Guidelines because it does not contain a new firsthand experience with the business. It looks like your original review is not currently included among the Recommended Reviews for the business. Yelp uses automated software to recommend the most helpful and reliable reviews from the Yelp community. Though your review isn't currently recommended, it may be recommended another day."
You can tell by all the negative reviews on Yelp what kind of a company this is. They certainly deserve all of their negative reviews. They did wrong and not only will they not admit it, they have no desire to make it right.
Final Consumer Response /* (3000, 12, 2014/08/27) */
Here's more to add to my complaint. I told [redacted] in Billing that I was terminating my contract. She told me the contract would end at the end of this year - December 31st. "I have accepted your cancellation notice and your account will be cancelled 12/31/2014. Your credit card on file will not run past that date."
My contract clearly states that our contract started 12/5/2011 and will run for 3 years. So it will end on 12/5/2014, not 12/31. I requested email confirmation from her that we are canceling as of 12/5 and had no response. This is clearly an attempt to cheat us out of even more money for the month of December.
Final Business Response /* (4000, 18, 2014/09/15) */
We are not issuing any refund. We have an agreement and are adhering to it.
Initial Business Response /* (1000, 5, 2014/08/19) */
Contact Name and Title: [redacted] - Job Cost Acct
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@allguardsystems.com
Our customer [redacted] called on 7/31/2014 and spoke to our Key Accountant, [redacted] claiming that...
we raised her rate from $32/month to $35/month and she wanted to cancel her account because of this. Ms. [redacted] pointed out that her rate has never been $32/month. Before she upgraded her alarm in December 2011, she was paying $30 and after her upgrade the rate was $35. Her husband [redacted] is the one who signed the three year term agreement at the rate of $35/month that she is disputing. As [redacted] states in her complaint to you, All-Guard told her/her husband we could not do the rate of $32/month. Our Sales Representative, [redacted] has been with us over 30 years and we have never had a complaint questioning his integrity, nor have we had anyone claim he did not leave a copy of the agreement signed. We furnished a copy of what was signed with her husband.
Ms. [redacted] revealed later in her conversation with Ms. [redacted] on 7/31/14 that she works for one of our competitors and they would offer her an employee discount at the rate of $20/month. Ms. [redacted] offered her a discounted rate of $27/month effective for one year if she would stay with us. This rate would go into effect after she fulfilled her current renewal term through December 2014. [redacted] told me to keep things as is and she would contact Ms. [redacted] before the end of the term in December 2014 to let Ms. [redacted] know how she would proceed.
After Ms. [redacted] got off the phone with Ms. [redacted] she did some more research on Ms. [redacted] account. Ms. [redacted] found that on January 3, 2012 Ms. [redacted] called our Billing Department to inquire about charges on her credit card. All-Guard charged her for her upgrade and for monitoring fees. The first bill was prorated, but it was explained that the bill would usually be $35/month and the note our Billing Department made, said Ms. [redacted] understood. Ms. [redacted] is on auto pay as required by the signed agreement. All-Guard has been running $35/month each month for the last 2 1/2 + years with no dispute.
Ms. [redacted] spoke with her Supervisor, [redacted], and explained that All-Guard would likely be losing our customer because Ms. [redacted] works for our competitor and Ms. [redacted] would get their employee rate. In order to save the customer, All-Guard had to offer an even lower monthly fee. Ms. [redacted] called Ms. [redacted] back and offered Ms. [redacted] a reduced rate of $19/month, a rate All-Guard usually cannot accommodate, but were willing to offer to keep our long term customer since 1997. Ms. [redacted] said she would consider it.
From then on Ms. [redacted] was inundated with calls and emails to the point of harassment. Ms. [redacted] advised Ms. [redacted] of this and the contact was minimal after. Ms. [redacted] and her husband also spoke with [redacted], the owner of All-Guard. Ms. [redacted]'s husband stated to [redacted] that it was a long time ago when he signed and he did not recall the rate. Ms. [redacted] has posted and re-posted negative Yelp reviews about All-Guard under three different screen names. Yelp has found her in violation of their policies and removed or filtered them. Yelp has allowed one of her reviews to stay out of the filter. We have no control over what she is posting or what Yelp filters. This has become a personal attack on our company from an employee of a competing company.
All-Guard Systems is still monitoring Ms. [redacted] account and will be billing her through December 2014 at $35/month per the terms of our agreement. All-Guard will not be issuing any refund and All-Guard will be running her auto pay on file through December 2014 as per the agreement as well.
Initial Consumer Rebuttal /* (4200, 10, 2014/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All-Guard has misrepresented just about everything and not told the entire story. [redacted] did act unethically. Where is his statement? I bet he will remember us because I was indisposed in the bathroom due to having a colonoscopy the next day. My husband was going back and forth with messages from [redacted] and me. He sat at our rosewood dining set and agreed to $32 a month. My husband signed the contract without verifying the amount, assuming [redacted] would put the agreed upon amount on it. And he didn't leave a copy or I would have looked at it and noticed the discrepancy. I'm sure he would just lie about it now anyway since he's such an unethical person. My husband clearly remembers the conversation with [redacted] and that we agreed upon $32/month. He told [redacted] this, which he doesn't mention in his comments. He didn't recall the amount on the contract.
I recall no mention of being told the rate was $35 a month in a call in 2012.
I NEVER said I would consider a $19 rate! In fact, I told [redacted] that I would rather pay AT&T a dollar more a month than deal with a company like All-Guard! That's an outright lie on their part!
Saying that I was inundating them with calls and emails is a gross exaggeration!
The reason why Yelp removed my review is because it was not recent enough: "I'm writing to let you know that we've removed your review updates of All-Guard Alarm Systems, Inc.. Our Support team has determined that it falls outside our Content Guidelines because it does not contain a new firsthand experience with the business. It looks like your original review is not currently included among the Recommended Reviews for the business. Yelp uses automated software to recommend the most helpful and reliable reviews from the Yelp community. Though your review isn't currently recommended, it may be recommended another day."
You can tell by all the negative reviews on Yelp what kind of a company this is. They certainly deserve all of their negative reviews. They did wrong and not only will they not admit it, they have no desire to make it right.
Final Consumer Response /* (3000, 12, 2014/08/27) */
Here's more to add to my complaint. I told [redacted] in Billing that I was terminating my contract. She told me the contract would end at the end of this year - December 31st. "I have accepted your cancellation notice and your account will be cancelled 12/31/2014. Your credit card on file will not run past that date."
My contract clearly states that our contract started 12/5/2011 and will run for 3 years. So it will end on 12/5/2014, not 12/31. I requested email confirmation from her that we are canceling as of 12/5 and had no response. This is clearly an attempt to cheat us out of even more money for the month of December.
Final Business Response /* (4000, 18, 2014/09/15) */
We are not issuing any refund. We have an agreement and are adhering to it.